Job Description
Job Title: Call Handler
Reports to: Acting Head of Commercial
Location: Baglan Bay Innovation centre, Baglan Energy Park, Central Avenue, Port Talbot SA12 7AX
*Our offices are relocating to Fforestfach within the next 12 months; a successful candidate must be able to work in Baglan until the move and then commute to Fforestfach.*
Working Hours: Monday to Friday, 8:30am to 5:00pm
Contract Type: Full-Time
Job Purpose:
As a Call Handler, you will be the first point of contact for incoming telephone calls. You will handle a high volume of inbound calls professionally, ensuring queries, requests, and concerns are dealt with efficiently or directed appropriately. Your role is critical to providing a high-quality, responsive, and customer-focused service.
Key Responsibilities:
* Answer incoming calls promptly and courteously in line with company standards
* Identify the caller's needs and take appropriate action including resolving queries, logging issues, or redirecting to the appropriate team
* Accurately record call information, messages, and outcomes using relevant systems and databases
* Follow standard scripts, processes, and procedures while maintaining a friendly and professional tone
* Escalate urgent or complex issues to the relevant supervisor or team
* Maintain confidentiality and data protection standards at all times
* Perform administrative duties related to call handling, such as email follow-ups or logging tickets
* Monitor call queues and contribute to team performance targets (e.g. call wait times, resolution rates)
Person Specification
Essential:
* Previous experience in a call centre or customer service environment
* Excellent verbal communication skills
* Strong listening and questioning abilities
* Confident using IT systems and call handling software
* Professional and calm telephone manner
* Ability to work under pressure and handle high call volumes
* Strong attention to detail and accurate data entry skills
Desirable:
* Knowledge of CRM or ticketing systems
* Familiarity with Call Handling Etiquette
Key Competencies:
* Customer focus
* Teamwork and collaboration
* Problem-solving
* Resilience and stress tolerance
* Attention to detail
* Adaptability and flexibility
Job Type: Full-time
Pay: £12.25 per hour
Benefits:
* Company pension
* Free parking
* On-site parking
* Private dental insurance
* Private medical insurance
Ability to commute/relocate:
* Port Talbot SA12 7AX: reliably commute or plan to relocate before starting work (required)
Experience:
* Customer Service Call Centre: 1 year (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person